sell products and services

Edit 0 2 …

This unit will be assessed wholistically with Build relationships with customers

PCS1 Apply product knowledge.
  1. Demonstrate knowledge of the use and application of relevant products and services according to store policy and legislative requirements.
  2. Develop product knowledge by accessing relevant sourcesof information.
PCS2 Approach customer.
  1. Determine and apply timing of customer approach.
  2. Identify and apply effective sales approach.
  3. Convey a positive impression to arouse customer interest.
  4. Demonstrate knowledge of customer buying behaviour.
PCS3 Gather information.
  1. Apply questioning techniques to determine customer buying motives.
  2. Use listening skills to determine customer requirements.
  3. Interpret and clarify non-verbal communication cues.
  4. Identify customers by name where possible.
  5. Direct customer to specific merchandise.
PCS4 Sell benefits.
  1. Match customer needs to appropriate products and services.
  2. Communicate knowledge of products features and benefits clearly to customers.
  3. Describe product use and safety requirements to customers.
  4. Refer customers to appropriate product specialist as required.
  5. Answer routine customer questions about merchandise accurately and honestly or refer to senior sales staff.
PCS5 Overcome objections.
  1. Identify and accept customer objections.
  2. Categorise objections into price, time and merchandise characteristics.
  3. Offer solutions according to store policy.
  4. Apply problem solving to overcome customer objections.
PCS6 Close sale.
  1. Monitor, identify and respond appropriately to customer buying signals.
  2. Encourage customer to make purchase decisions.
  3. Select and apply appropriate method of closing sale.

PCS7 Maximise sales opportunities.
  1. Recognise and apply opportunities for making additional sales.
  2. Advise customer of complementary products or services according to customer's identified need.
  3. Review personal sales outcomes to maximise future sales